Operations Manager II

Job Description

Join our dynamic team as an Operations Manager and embark on a rewarding career where you can make a significant impact. In this role, you will lead a team responsible for providing analytical and project support, driving process improvements, and supporting key initiatives. You will have the opportunity to expand your skills in a supportive and collaborative environment, contributing to our mission while advancing your career.

As an Operations Manager in the Pre-Approved Solutions team, you will be responsible for defining, prioritizing, and delivering servicing capabilities that improve customer experience, operational efficiency, regulatory compliance, and business outcomes across the mortgage servicing lifecycle. You will serve as the primary liaison between Servicing Operations, Technology, Risk, Compliance, Legal, Controls, and Product partners to develop and execute the product roadmap.

You will own strategic initiatives from ideation through implementation, ensuring solutions align with customer needs, investor requirements, regulatory obligations, and firm objectives.

• Develop comprehensive Business Requirements Documents (BRDs) that capture stakeholder needs and project objectives.
• Create and validate report logic to ensure accuracy and alignment with business requirements.
• Lead a team of business analysts in executing requirements and delivering agreed outcomes.
• Provide clear, consistent feedback to staff and management on performance, progress, and issues.
• Present business goals, objectives, and status updates to senior leaders.
• Manage cross-line of business initiatives, including dependencies and resource conflicts.
• Evaluate market trends, customer feedback, regulatory changes, and operational pain points to identify opportunities.
• Drive process improvements and key initiatives to enhance operational efficiency and effectiveness.
• Oversee project implementations to ensure timely delivery, improved performance, and controlled environments.
• Document requirements, testing evidence, and implementation plans, and manage scope changes.
• Escalate risks and issues as needed to maintain alignment with original expectations and deliver intended outcomes.

• Qualified with a bachelor's degree in business/finance (or equivalent experience).
• Experienced in mortgage/mortgage servicing, including seasoned experience with Black Knight (MSP) or similar servicing platforms.
• Seasoned in people leadership, motivating teams, setting objectives, and making sound decisions.
• Proven in product/program management and delivering initiatives that improve performance and strengthen controls.
• Skilled in requirements definition (BRDs) and validation testing across the delivery lifecycle.
• Adept at implementation support, including UAT/testing, process change management, and meeting Oversight/Control requirements.
• Analytical with strong critical thinking and structured problem-solving to develop innovative solutions.
• Strategic with a big-picture mindset and continuous focus on process efficiency opportunities.
• Capable of designing and optimizing workflows to drive operational efficiencies.
• Proficient with data and tooling, including SQL, databases, Alteryx, and related development/management.
• Effective in communication and stakeholder management, partnering across all management levels and prioritizing multiple initiatives under pressure.

• Sig Sigma or other applicable certifications

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary…